Supervisor Workspace - Optimize Your CX

Yes. Multiple supervisors can monitor, coach, or join the contact of the same agent at once for any contact.

However, only one supervisor can monitor the screen of the same agent. Similarly, only one supervisor can take over a call.

Yes, a supervisor can monitor multiple digital contacts at once, similarly to how an agents can handle multiple digital contacts at once.

The following actions for skills triggered from CXone Supervisor are automatically added to the Activity Audit report and ACD Activity Audit report.

Yes, the CXone Agent application is certified with CXone Supervisor.

Yes. After opening the screen monitor to a new window, you can close it and embed it back on the CXone Supervisor page. It needs to be closed on the separate window before attempting to embed it back. If it doesn't work, refresh the CXone Supervisor page.

Permissions can only be granted at the profile level, not per user. The administrator can easily create a new custom profile, assign relevant users to it, and grant only the CXone Supervisor permission to that profile. This will allow only a subset of users to have access and experience the new CXone Supervisor application.

When the call is on hold:

Yes, the supervisor can voice monitor a consult call between two agents in the Focused view.

The supervisor can also join the call and coach the agent. However, the voice of supervisor will be audible only to the first agent. Also, the supervisor cannot take over a call consult between two agents.